Sales Operations Analyst
ZendeskJob Description
Why This Role? Why Now?
Zendesk is rapidly evolving into an AI-first organization. We are seeking an analytical powerhouse to join our Global Go-to-Market (GTM) Sales Operations team. You will be the dedicated strategic partner for our Asia Pacific (APAC) Sales Development Leadership. This is your opportunity to leverage data to drive the efficiency of our "top-of-funnel" engine—the lifeblood of our new business—and directly fuel our global pipeline growth.
Who we’re looking for?
You are a detail-oriented problem solver and a data-driven analyst. You possess a strong understanding of the Sales Development function and the top-of-funnel motion within a SaaS or subscription-based environment. You are eager to optimize how AI and automation combine with human creativity to accelerate growth. You excel at translating complex performance data into actionable coaching insights and strategic recommendations for SDR leadership, building critical partnerships across Marketing and Sales Ops.
What you’ll be doing
Strategic Analytics & ROI: Create and manage comprehensive dashboards and reports for SDR/BDR teams. Focus on lead volume, persistency, conversion rates (Lead to Qualified Opportunity), funnel velocity, and pipeline ROI.
AI & Automation Strategy: Influence the design and scaling of AI-powered automation platforms integrated with our GTM stack (Salesforce, Groove, Outreach). Optimize the engagement engine for personalized outreach and nurturing at scale.
Workflow & Cross-Functional Alignment: Work closely with Revenue Operations and Marketing to ensure data accuracy, smart targeting, and seamless workflows for peak SDR/BDR performance.
Best Practice Scouting: Identify best-in-class activities at the sub-regional level and advocate for their global adoption, fostering a culture of innovation and experimentation.
Data Quality & Hygiene: Resolve data issues within the initial funnel stages (Lead/Contact/Account) and intelligence platforms (ZoomInfo, Lusha) to maximize efficiency.
Front-Line Support: Provide system and process support for SDRs and management, resolving ticket escalations in Zendesk related to daily tools and data.
What you bring to the role?
Analytical Narrative: Proven ability to translate complex data into business narratives and actionable insights.
SaaS Expertise: Deep understanding of top-of-funnel operations and metrics (MQL, SQL, persistence, conversion rates).
Technical Fluency: High proficiency in Salesforce and data visualization tools (Tableau, Looker, or Snowflake).
GTM Stack Knowledge: Experience optimizing data from Sales Engagement Platforms (Groove, Outreach), Lead Routing (LeanData), and Conversational Intelligence (Gong).
Basic Qualifications
2 to 4 years of experience in Sales Operations, Sales Development Operations, Sales Reporting or Business Analysis.
Daily working experience with Salesforce and data visualization tools (Tableau, Looker, or Snowflake).
Experience with Sales Engagement Platforms (e.g., Outreach, Groove) and Lead Routing tools (e.g., LeanData).
Proficiency in Google App Suite (Sheets, Slides) with intermediate to advanced spreadsheet skills.
Preferred Qualifications
Direct experience integrating AI tools or predictive analytics into GTM workflows.
Advanced SQL skills for deep-dive data interrogation.
Prior experience supporting the APAC market within a Software-as-a-Service (SaaS) or subscription-based business environment.
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Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.